Understanding the STLI

The STLI is a comprehensive index that monitors and evaluates the performance of over 50 importers worldwide, encompassing major markets such as Spain, Germany, Italy, the USA, Japan, the UK, and more. This rigorous assessment involves 17 technical and warranty-related criteria, including field monitoring, product support qualifications, technical query response times, and claim management efficiency. Achieving a high ranking in the STLI requires importers to excel in these areas, demonstrating their dedication to providing top-tier aftersales service.

Climbing to the Top

Audi Middle East’s ascent to the number one position has been a journey of consistent improvement and strategic focus. In February 2022, Audi Middle East ranked 16th, but by the end of the year, it had climbed to 3rd place. This momentum continued through 2023, with the region securing 2nd place by year-end. By May 2024, Audi Middle East proudly achieved the top position globally.

This success is no accident. It is the result of proactive measures to guide dealers across multiple countries, each with unique challenges due to varying environmental conditions and government regulations. Audi Middle East’s ability to navigate these complexities and maintain high standards across the board has been instrumental in their rise to the top.

Key Strategies for Success

Audi Middle East has been diligent in ensuring that all dealers adhere to relevant KPIs. Using a thorough approach and market ranking similar to the STLI, Audi Middle East ensures that regular monitoring and guidance are crucial in maintaining consistent performance across the region. The service systems also provide an additional level of accuracy for data collection, which analyses customer complaints.

Employing factory-trained technicians and investing in continuous training have ensured that Audi Middle East remains at the forefront of technical proficiency. This focus on expertise allows for precise diagnostics and effective solutions, thereby enhancing customer satisfaction. By streamlining processes and reducing the average time for claim entries and technical authorisations, Audi Middle East has improved operational efficiency, resulting in faster resolutions for customers. Prioritising customer needs and providing tailored support have strengthened customer trust and loyalty. Initiatives such as real-time technical query responses and robust product support have set Audi Middle East apart from competitors.

Moreover, the engagement of individual markets also plays a crucial role in this success. The collaboration between Audi Middle East and the operational staff in workshops reflects the values that drive such achievements.

Unique Challenges and Achievements

Operating in the Middle East presents unique challenges, with diverse environmental conditions and regulatory requirements across different countries. Audi Middle East has excelled in this complex landscape, demonstrating remarkable adaptability and resilience. This achievement underscores the region’s ability to deliver consistent, high-quality aftersales service, irrespective of the challenges.

Looking Ahead

Maintaining the number one position in the STLI is both a significant achievement and a responsibility. Audi Middle East is committed to sustaining this excellence by continuously innovating and improving its aftersales services.

In conclusion, Audi Middle East’s top ranking in the Aftersales Warranty & Technical Support Index is a testament to their dedication, strategic focus, and relentless pursuit of excellence. This accomplishment not only highlights their superior aftersales performance but also reinforces their reputation as a leader in the global automotive industry. As they continue to navigate the dynamic landscape of the Middle East, Audi remains committed to delivering unparalleled service and support to their valued customers.

The extension applies worldwide to all cars produced in Europe, Brazil, Mexico or India whose new car or extended warranty expires or has expired in the time period between 1st March 2020 and 31st May 2020. The period for the extension ends three months after the expiration of the original new car or extended warranty, at the latest on 31st August 2020. In the Middle East, all Roadside Assistance contracts which expire between 1^st March and 31^st May, are also extended until the end of May to support customers.

“We are reaching out to our customers in these trying times and are enabling more flexibility in order to organize visits to Audi dealerships”, says Horst Hanschur, Vice President Retail Business Development and Customer Services. “Many of our dealer partners worldwide are still closed or just in the process of opening their doors again. We are therefore making adjustments in a number of areas in order to ensure our customers still have a premium experience with the Audi brand, as well as to ensure the future of our dealerships.”

The mileage restriction of the Audi extended warranty remains unchanged with respect to the warranty extension. If mileage restrictions for new car warranties have been issued in a market, then these also remain unchanged. In the case of an overlap between the extension of the new car warranty and the start of the Audi extended warranty, the start of the extended warranty will be postponed for three months free of charge.

All the above mentioned measures are one-time and voluntary goodwill measures which have been introduced due to the circumstances created by the Covid-19 crisis. These measures are not a recognition of any legal obligation and do not imply any such obligation in the future.